Alicewin Troubleshooting

On the login screen, choose 'Forgot password' and enter the email address on your account. A reset link arrives within a few minutes and stays valid for a limited time. If the email doesn't arrive, check your spam and promotions folders, then request a new link. Use the newest link only; older ones stop working once a new one is sent.

Check that Caps Lock is off and that your browser hasn't autofilled an old password. Type the email address manually, without spaces at the end. If you signed up with a different email, try that one. After several failed attempts the account locks briefly for security, so wait 15 minutes before trying again or reset your password instead.

Codes from an authenticator app expire every 30 seconds, so enter the newest one straight away. If codes keep failing, your phone's clock may be out of sync: turn on automatic date and time in the phone settings. If you have lost access to the authenticator app entirely, contact live chat; you will need to pass identity checks before 2FA is reset.

A lock can follow too many failed logins, a pending verification check, or a time-out or self-exclusion you set yourself. Failed-login locks clear after a short wait. For anything else, contact live chat with the email on your account. Self-exclusions cannot be lifted early; that is a deliberate protection rather than a fault.

Go to your account profile and select the contact details section. Phone numbers can usually be updated directly after confirming a code sent to the new number. Email changes may need a confirmation link sent to both the old and new address. If you no longer have access to the old email, contact support, who will verify your identity first.

No. Each player may hold one account only, and duplicate accounts are closed under the terms, with any bonuses removed. If you have forgotten an old account, ask live chat to locate it using your name and date of birth rather than registering again. If you self-excluded in the past, a new account will not be permitted.

UK rules require operators to confirm your age, identity and address before you deposit or play. In most cases this happens automatically within minutes, using the details you entered at sign-up. If the automatic check cannot match you, you will be asked to upload documents instead. Until verification is complete, the cashier and games remain locked.

Usually the details entered at sign-up don't exactly match official records. Check your full legal name, date of birth and current address, including the postcode. Fix any typo in your profile if editing is allowed, or contact live chat. Otherwise upload a photo ID and a proof of address; manual reviews are completed within 24 hours.

For identity: a valid passport, UK photocard driving licence or national identity card. For address: a utility bill, bank statement or council tax letter dated within the last three months, showing your name and address. Photograph documents on a flat surface in good light, with all four corners visible and nothing covered.

Common reasons are blur, glare, cropped edges, expired ID or an address document older than three months. Retake the photo without flash, in daylight, with the whole document in frame. Upload a JPG, PNG or PDF rather than a screenshot of a screenshot. The rejection notice normally states the reason, so check it before resubmitting.

Not necessarily. Operators are required to run affordability and source-of-funds checks as spending increases. You may be asked for recent payslips, bank statements or similar evidence. Upload them through the secure document section of your account, not by email attachment. Play may be restricted until the review is complete, so respond promptly.

Manual reviews are usually completed within 24 hours of a clear upload. You will get an email and an on-site notification when the check is done. If 24 hours have passed with no update, open live chat and ask for the status. Uploading the same document repeatedly will not speed things up and can push it back in the queue.

First check that you are using a debit card; credit cards are not accepted for gambling in the UK. Then confirm the card details, expiry date and billing postcode. Some banks block gambling transactions by default, so check your banking app for a gambling block. If the card still fails, try PayPal, Apple Pay or Trustly instead.

Card and e-wallet deposits are normally instant. Refresh the page and check the transaction history in the cashier first. If the deposit shows as pending, give it 15 minutes. If it still hasn't appeared, contact live chat with the amount, method, time and any bank reference. Bank transfers via Faster Payments can take up to 24 hours.

The standard minimum deposit is £10. To qualify for the welcome offer of 100% up to £200 + 50 Free Spins, the first deposit must be at least £20, and you need to tick the welcome offer at the deposit step. Deposits are free on every method, and all are made in GBP.

The cashier only shows methods available for your account and country. paysafecard is deposit-only, and some methods appear only after verification is complete. If a method you used before has disappeared, it may be temporarily unavailable; try again later or choose another option. Cryptocurrency is not available to British players.

If you set a daily, weekly or monthly deposit limit, the cashier will block anything that goes over it. You can lower a limit immediately. Increasing or removing a limit takes effect only after a cooling-off period, usually 24 hours, and may need confirming again. This is a safer-gambling protection and support cannot override it.

Contact live chat as soon as possible and before you start playing with the deposit. If you have not placed any bets yet, support may be able to apply the offer manually, but this is at their discretion. Once you have played with the funds, the welcome offer usually can no longer be attached to that deposit.

Every withdrawal goes through an approval stage of up to 24 hours before it is sent. After approval, PayPal, Skrill, Neteller and Trustly usually land in under an hour; debit cards and bank transfers take 1 to 3 working days. If 24 hours pass without approval, ask live chat whether a document or check is outstanding.

Withdrawals follow a closed-loop rule: money goes back to the method you deposited with wherever possible. This protects against fraud and money laundering. If you deposited with paysafecard, which cannot receive payouts, you will be asked to choose another verified method, usually a bank transfer in your own name.

While a withdrawal is still pending, you may see a cancel option in the cashier transaction history. Cancelling returns the funds to your balance. Think carefully before doing this: if you are trying to stop yourself gambling with the money, leave the withdrawal in place and consider setting a deposit limit or a time-out instead.

If a bonus is still being wagered, withdrawing will usually forfeit the remaining bonus and any winnings tied to it. Check the bonus section of your account for progress against the 10x wagering requirement. Your own deposited cash can generally be withdrawn, but read the on-screen warning before you confirm the request.

The minimum withdrawal is £10. The maximum is £5,000 per day and £20,000 per month, with higher limits available to VIP members. Large withdrawals may be paid in instalments or may trigger a source-of-funds check. Withdrawals are free on every method that supports payouts.

Check the approval time in the cashier history, then allow for the method's own timing: under an hour for e-wallets and Trustly, up to 24 hours for Apple Pay and Revolut, 1 to 3 working days for cards and bank transfer. If it is overdue, ask live chat for the payment reference to give your bank.

The spins are credited on Big Bass Splash after a qualifying first deposit of £20 or more with the welcome offer ticked. Open the game itself; the spins usually appear in a pop-up when it loads. Also check the bonus section of your account. Spins are valid for 7 days, so use them before they expire.

Open the bonus section in your account to see the amount wagered and the amount remaining. The welcome bonus must be wagered 10x the bonus amount within 30 days. Slots count 100%, live casino and table games count 10%, and sports bets count 0%, so choose games with that in mind.

While a bonus is active, the maximum bet is £2 per spin or hand. Bets above that are rejected or may void bonus winnings. Lower the stake in the game settings and try again. Separately, online slots are capped at £5 per spin for all UK players, or £2 for those aged 18 to 24.

The Mad Hatter's Tea-Time Reload runs on Thursdays only and gives 25% up to £50 + 20 Free Spins, with 10x wagering. You usually need to opt in or select the offer at the deposit step before paying. If you deposited on a Thursday but didn't select it, contact live chat before you play with the funds.

VIP cashback is paid weekly as cash with no wagering, at a rate set by your tier, from 3% at Rabbit Hole to 15% at Wonderland Crown. Check the VIP section for your current tier and the next payment date. VIP rewards are subject to affordability checks, which can delay or change payments.

Go to the bonus section of your account and choose to forfeit the active bonus. This removes the bonus funds and any winnings tied to them, leaving your own deposited cash. Once removed, a bonus cannot be restored. If you are unsure, ask live chat to explain what you would lose before confirming.

Don't panic: the result of a round is decided by the game server, not your screen. Refresh the page or reopen the game; most games resume the unfinished round or settle it automatically. Check your game history to confirm the outcome. If a balance looks wrong, send live chat the game name and the round ID from the history.

Live streams need a steady connection. Switch from mobile data to Wi-Fi if you can, close other tabs and apps that use bandwidth, and choose a lower video quality in the table's settings menu. If the stream drops during a bet, the round still settles normally on the studio's side, and the result appears in your history.

Clear the cache and cookies for the site in your browser settings, then reload. Disable ad blockers or privacy extensions for the site, as they can block game files. Make sure your browser is up to date. If the problem only happens in one browser, try another: recent Chrome, Safari, Firefox and Edge are supported.

No. The site runs in your mobile browser, so there is nothing to install. It works on iOS Safari and Android Chrome. For quicker access, use your browser's share or menu button and choose 'Add to Home Screen'. Avoid third-party apps claiming to be the official casino app, as none exists.

Check that your phone's operating system and browser are up to date, and that low-power or data-saver mode is switched off, as these can block game content. Turn your phone to landscape for slots that require it. If a game still fails, clear the browser cache, restart the phone and try again on Wi-Fi.

Sessions end automatically after a period of inactivity, which is a security feature. Frequent logouts while active usually mean the browser is blocking cookies or clearing them on exit. Allow cookies for the site, avoid private or incognito mode, and don't log in on two devices at once, as a new login can end the older session.